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Electronic Messaging
The two types of electronic messaging commonly used by business are e-mail & SMS.
Compared to traditional forms of communication, electronic messaging greatly enhances the Speed, Cost, Timeliness, Traceability, & Automationof communication between business and clients. As a result, electronic messaging is widely utilised by businesses worldwide.
irwinSolutions Messaging
Messaging is primarily used for two business functions:
- Marketing
- Business Operations
irwinSolutions have focused on creating solutions for Business Operations, and as a result have amassed industry-leading expertise within the Australian market.
Our team anaylse your existing operations and implements tailored messaging solutions specific to your business.
Holistic Approach
irwinSolutions understand that electronic messaging needs to work alongside, and in conjuntion with, your existing communication systems.
Many of your customers may at first still prefer telephone or email contact, so we ensure that irwinSolutions messaging solutions work with your existing systems. We can also advise on ways to encourage rapid customer shift from time-consuming telephone and letter communication to efficient messaging.
We then streamline the way electronic replies are handled within your business.
It is also important to consider how electronic replies are to be dealt with by your business processes.
Respect Your Customers
Similar to other forms of communication, electronic messaging should not be used not to inconvenience or intrude on recipients. This is one of SMS messaging's true strengths; its unobtrusiveness. Sending SMS messages (unless absolutely required) during weekends & outside business hours is to be avoided.
You should also make sure that you adhere to relevant Anti-Spam Regulations. For Australian Businesses, please refer to the Australian Communications & Media Authority website.
Grade-A SMS
The quality of SMS service is very important. After all, SMS will now be the 'voice' presenting your business to clients. In the same way that you ensure staff interacting with clients are well-presented and well-spoken, your SMS messages must be professionally presented and received.
Attributes of A Grade SMS:
- Efficiency & Reliability
- Messages should be delivered instantaneously. - Accountability
- Delivery tracking allows you to see at a glance whether a message was delivered, whether it failed to reach its destination because the phone was off, or if it was undeliverable. This provides peace of mind and allows you to take alternative action if required (e.g. make a phone call). - Traceability
- When you receive SMS replies from recipients, make sure you have the ability to clearly and quickly identify the sender using specific identifiers like Customer ID or patient number. - User-Friendly Replies
- The SMS replies you receive from recipients should come back with the original message attached - similar to emailing - so that the context of the reply can be easily interpreted by your staff.
Creating Value from Messaging
If planned and implemented properly, your business can benefit from electronic messaging in many ways.
Some proven benefits include:- Internal Communications:
- improved staff responsiveness
- improved accountability
- reduced communication costs
- faster information dissemination
- External Communications:
- improved customer retention
- improved customer satisfaction
- increased sales
- increased customer response rates
- reduced communication costs